subject: How does live chat software satisfies your customers? [print this page] How does live chat software satisfies your customers?
Live Chat Software is a help desk system for a website which lets the customer contact them in case of any queries or when they are stuck with an issue while they go through your web site. It is most commonly used by those web sites which sells products. Live chat software does not cost much to implement when compared to other means of live customer services. Following are some reasons why live chat software satisfies your customer:
In live chat software, an operator can assist more than one customer at a time. This is a big advantage as it saves a lot of time and patience of the customer. The role of a support specialist is at its peak in such situation where he is answerable to more than one queries from multiple customers at the same time. The number of chat windows he or she can handle depends completely on their capability of handling customer inquiries. On the other hand in a telephone based live support you can handle only one call at a time, you cannot do multi-tasking. Hence the communication in a telephonic live support is linear in nature.
A customer is satisfied as long as the chat operator has the knowledge of the customer service procedures and has good English writing skills for communicating with the customer. There is no regional accent interference or linguistic nuances as the communication is not verbally done.
As long as you have access to Internet, chat operators can provide customer support technically and non-technically all around the globe, there is no geographical proximity. Telephone connectivity across borders is an expensive proposition as most of the countries have set tariffs on both outbound and inbound international calls. As of now there is no tax on chat.
Since the chat is in written script it is easy to generate chat transcript. There is a built in feature in the software itself to save the chat history. Chat transcripts can help you in improving the quality of the customer services provided. Likewise, a chat administrator can keep a track of the service provided and identify the potential pitfalls so as to take necessary measures in a timely manner to avoid future issues. For new chat operators and representatives, chat transcripts are very much useful during the training sessions. Even though telephone conversations can be recorded, it is a tedious task to convert this conversation into text script. When compared to a live chat support this is a ready script that is available, no conversion required.
Billing of a telephone call is in minute rate or according to the time duration, in a chat support there is no minute billing you can chat with your customer unless an until he is completely convinced by you.
Anytime if you are planning to add live chat support software to your web site, it will surely make sense as it is the most effective remote support solutions. Compared to all other online support software this is the most efficient software.
